Prior research has shown that after receiving online services of varying quality, customer expect... more Prior research has shown that after receiving online services of varying quality, customer expectations are either positively disconfirmed (i.e., services exceed customer expectations) or negatively disconfirmed (i.e., services fall short of customer expectations). The present research examines expectation disconfirmation across national cultures and its subsequent impacts on e-word-of-mouth, e-satisfaction, and e-loyalty. The results show that Chinese customers are more tolerant of e-services that result in negative disconfirmations, although online shoppers from the United States are more likely to be loyal or generate positive e-word-of-mouth when experiencing positive disconfirmations. Suggestions for adjusting multinational e-tailers' strategies to better serve customers across national cultures are discussed.
This study develops a scale based on the concept of “consumer normalcy,” which is composed of fou... more This study develops a scale based on the concept of “consumer normalcy,” which is composed of four dimensions: (1) ability to participate in the marketplace, (2) demonstrating competence and control, (3) achieving distinction, and (4) being perceived as an equal. This important new construct can be used as a tool to more fully understand the experience of an individual who feels he or she has been discriminated against in the marketplace based on demographic characteristics such as gender, ethnicity, sexual orientation/preference, or disability. The scale is tested in two large random samples using Amazon’s Mechanical Turk, where one sample shows how consumer normalcy is directly connected to avoidance of the offending retailer and how this effect along with the scale’s measurement capabilities are stronger in the demographic-based service failure condition. The Consumer Normalcy Scale may provide a valuable tool for other scholars who may be interested in conducting research in are...
and-conditions-of-access.pdf This article may be used for research, teaching and private study pu... more and-conditions-of-access.pdf This article may be used for research, teaching and private study purposes. Any substantial or systematic reproduction, redistribution , reselling , loan or sub-licensing, systematic supply or distribution in any form to anyone is expressly forbidden. The publisher does not give any warranty express or implied or make any representation that the contents will be complete or accurate or up to date. The accuracy of any instructions, formulae and drug doses should be independently verified with primary sources. The publisher shall not be liable for any loss, actions, claims, proceedings, demand or costs or damages whatsoever or howsoever caused arising directly or indirectly in connection with or arising out of the use of this material.
Drawing on the tenants of the adaptive strategy paradigm and configuration theory in the manageme... more Drawing on the tenants of the adaptive strategy paradigm and configuration theory in the management and marketing literature, a model introducing the concept of salesperson macro-adaptive selling strategy that considers the overall selling environment, as contrasted with micro-adaptive selling tactics tailored to a specific customer, is introduced and investigated empirically within the context of the financial services industry. Using a widely accepted management theory typology-prospector, defender, analyzer-the model places macro-adaptive selling strategy into the sales performance literature as an expanded more holistic understanding of strategies influencing salesperson performance. Findings indicate significant direct and indirect effects on sales performance and job-related incomes, including job involvement, effort, and job satisfaction, for salespeople using different macro-adaptive selling strategies.
Journal of service theory and practice, Feb 28, 2023
PurposeThis research seeks to fill a gap in the service and retailing marketplace experience lite... more PurposeThis research seeks to fill a gap in the service and retailing marketplace experience literature as well as retailing practice by extending Attribution and Expectancy Disconfirmation Theories to the large and growing market of consumers with vision disabilities. It reveals how accessibility-related service failures with a retailer's website can lead to anti-firm reactions from blind and low vision consumers, including social media sharing, negative word-of-mouth (NWOM) and avoidance of the retailer's other sales channels even if they are accessible.Design/methodology/approachBlind respondents were recruited from national blindness organizations to participate in this study using a within-subjects design to test reactions to accessibility-related propositions in two different scenarios involving varying degrees of effort.FindingsIn both high- and low-effort conditions, an accessibility-related service failure leads to the anti-firm consequences of NWOM, social media sharing and avoidance of the retailer's sales channels. Additionally, blind and low vision consumers who also feel inaccessible websites are discriminatory develop stronger anti-firm attitudes toward the offending retailers. Further, we aver that the retailer's entire website including all its features, not just the homepage, should be made accessible to the growing market of vision-impaired consumers and thereby obtain substantial competitive advantages.Originality/valueThis research pertains to the service failure and recovery nomological network. It extends the existing paradigm to include accessibility-related service failures experienced by consumers with disabilities into the specialized category of discrimination-based service failures in instances where service recovery is not easily achieved. Empirical investigations of these experiences have been rare, despite the frequency with which they occur.
This research uniquely contributes to the marketing policy literature by illuminating the widespr... more This research uniquely contributes to the marketing policy literature by illuminating the widespread yet seldom studied problem of online inaccessibility of retail websites affecting approximately 30 million disabled Americans. When a website is not designed to be navigated easily or is not compatible with assistive technology such as a screen-reader, these potential customers are not able to independently search for information and conduct transactions. Blind and low vision participants in an empirical study provide their opinions regarding accessibility policy issues and reveal that their frustrations with inaccessible retail websites may result, not only in avoidance of the retailer in its differ
States that little empirical work is available as a guide in the design and implementation of sal... more States that little empirical work is available as a guide in the design and implementation of sales manager training programs. Examines the relationship between trainee satisfaction with sales manager training (a measure for training effectiveness) and the format, site, instructor, instructional method, and content of the program. Reports results of a survey of sales managers in field sales organizations. Indicates
Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2015
Applying the most effective leadership style (participative, supportive, directive, or achievemen... more Applying the most effective leadership style (participative, supportive, directive, or achievement-oriented) in specific cultural environments can provide global sales managers with powerful tools for managing their diverse salespeople on a world-wide basis. This conceptualization seeks to advance our current understanding of sales manager leadership by developing hypotheses for future testing to suggest the appropriate leadership style to use in different cultural settings.
... Essentials of personal selling: The new professionalism. Post a Comment. CONTRIBUTORS: Author... more ... Essentials of personal selling: The new professionalism. Post a Comment. CONTRIBUTORS: Author: Anderson, Rolph E. PUBLISHER: Prentice Hall (Englewood Cliffs, NJ). SERIES TITLE: YEAR: 1995. PUB TYPE: Book (ISBN 0132878305 ). VOLUME/EDITION: ...
International Journal of Management and Economics, 2014
In severe economic downturns, only a few business leaders have the courage and wisdom to invest i... more In severe economic downturns, only a few business leaders have the courage and wisdom to invest in customer loyalty to increase profits instead of reflexively cutting costs to try to maintain falling profit margins. Moreover, the usual research and advice tends to focus on how companies can effectively and efficiently reduce costs in order to survive an economic decline. This study contributes to the literature by offering a fresh look at how best to respond in tough economic times by examining companies who have responded traditionally with cost cutting strategies versus companies who instead have invested in customer loyalty. We make the unique and contrarian argument that the latter strategy can be the superior business strategy, which underscores the originality of this investigation. Thus, the purpose of this study is to highlight why investing resources in creating and retaining loyal customers is the best strategy for companies to survive and prosper in tough economic conditi...
This chapter focuses on the early days of Joe Hair’s academic career: the working environment, in... more This chapter focuses on the early days of Joe Hair’s academic career: the working environment, including a description of his student cohort and mentors, and provides insights into the foundation of Joe’s future success. In fact, the expression “necessity is the mother of invention” applies well. Rather than shying away from a problem, we worked together to turn a multivariate lemon into lemonade.
Abstract Personal selling and sales management issues have been the focus of tremendous attention... more Abstract Personal selling and sales management issues have been the focus of tremendous attention by research scholars, thus expanding our extant knowledge of the field of marketing. However, studies on the development of the discipline of personal selling and sales management from a historical perspective have been sparse. Accordingly, this manuscript makes a unique contribution by partially addressing this gap in the literature by tracing the transition of personal selling through sales management to a prominent role in strategic marketing channel management. From a historical vantage point this article discusses the genesis and evolution of personal selling and sales management, which include the Pioneer Era (1750–1780), Era of Scarcity (1780–1820), Era of Production (1820–1870), Era of Innovation and Growth (1870–1914), Era of Scientific Management (1880–1920), Era of the Roaring Twenties (1920–1929), Era of World Turmoil (1929–1945), Era of Postwar Recovery and Prosperity (1945–1977), Era of Personal Computers, Empowerment of Salespeople, Changing Roles of Sales Managers (1977–2000), and the Era of Customer Relationships and Top-Level Sales Managers As Strategic Channel Managers (2000–Present). With reference to the current era, the article discusses the role salespeople in general and senior- to top-level sales managers in particular play in fostering long-term relationships with a firm’s marketing channel members by moving from transactional selling and relationship selling to the current greater emphasis on forging symbiotic and synergistic strategic partnerships/alliances with reseller intermediaries.
Prior research has shown that after receiving online services of varying quality, customer expect... more Prior research has shown that after receiving online services of varying quality, customer expectations are either positively disconfirmed (i.e., services exceed customer expectations) or negatively disconfirmed (i.e., services fall short of customer expectations). The present research examines expectation disconfirmation across national cultures and its subsequent impacts on e-word-of-mouth, e-satisfaction, and e-loyalty. The results show that Chinese customers are more tolerant of e-services that result in negative disconfirmations, although online shoppers from the United States are more likely to be loyal or generate positive e-word-of-mouth when experiencing positive disconfirmations. Suggestions for adjusting multinational e-tailers' strategies to better serve customers across national cultures are discussed.
This study develops a scale based on the concept of “consumer normalcy,” which is composed of fou... more This study develops a scale based on the concept of “consumer normalcy,” which is composed of four dimensions: (1) ability to participate in the marketplace, (2) demonstrating competence and control, (3) achieving distinction, and (4) being perceived as an equal. This important new construct can be used as a tool to more fully understand the experience of an individual who feels he or she has been discriminated against in the marketplace based on demographic characteristics such as gender, ethnicity, sexual orientation/preference, or disability. The scale is tested in two large random samples using Amazon’s Mechanical Turk, where one sample shows how consumer normalcy is directly connected to avoidance of the offending retailer and how this effect along with the scale’s measurement capabilities are stronger in the demographic-based service failure condition. The Consumer Normalcy Scale may provide a valuable tool for other scholars who may be interested in conducting research in are...
and-conditions-of-access.pdf This article may be used for research, teaching and private study pu... more and-conditions-of-access.pdf This article may be used for research, teaching and private study purposes. Any substantial or systematic reproduction, redistribution , reselling , loan or sub-licensing, systematic supply or distribution in any form to anyone is expressly forbidden. The publisher does not give any warranty express or implied or make any representation that the contents will be complete or accurate or up to date. The accuracy of any instructions, formulae and drug doses should be independently verified with primary sources. The publisher shall not be liable for any loss, actions, claims, proceedings, demand or costs or damages whatsoever or howsoever caused arising directly or indirectly in connection with or arising out of the use of this material.
Drawing on the tenants of the adaptive strategy paradigm and configuration theory in the manageme... more Drawing on the tenants of the adaptive strategy paradigm and configuration theory in the management and marketing literature, a model introducing the concept of salesperson macro-adaptive selling strategy that considers the overall selling environment, as contrasted with micro-adaptive selling tactics tailored to a specific customer, is introduced and investigated empirically within the context of the financial services industry. Using a widely accepted management theory typology-prospector, defender, analyzer-the model places macro-adaptive selling strategy into the sales performance literature as an expanded more holistic understanding of strategies influencing salesperson performance. Findings indicate significant direct and indirect effects on sales performance and job-related incomes, including job involvement, effort, and job satisfaction, for salespeople using different macro-adaptive selling strategies.
Journal of service theory and practice, Feb 28, 2023
PurposeThis research seeks to fill a gap in the service and retailing marketplace experience lite... more PurposeThis research seeks to fill a gap in the service and retailing marketplace experience literature as well as retailing practice by extending Attribution and Expectancy Disconfirmation Theories to the large and growing market of consumers with vision disabilities. It reveals how accessibility-related service failures with a retailer's website can lead to anti-firm reactions from blind and low vision consumers, including social media sharing, negative word-of-mouth (NWOM) and avoidance of the retailer's other sales channels even if they are accessible.Design/methodology/approachBlind respondents were recruited from national blindness organizations to participate in this study using a within-subjects design to test reactions to accessibility-related propositions in two different scenarios involving varying degrees of effort.FindingsIn both high- and low-effort conditions, an accessibility-related service failure leads to the anti-firm consequences of NWOM, social media sharing and avoidance of the retailer's sales channels. Additionally, blind and low vision consumers who also feel inaccessible websites are discriminatory develop stronger anti-firm attitudes toward the offending retailers. Further, we aver that the retailer's entire website including all its features, not just the homepage, should be made accessible to the growing market of vision-impaired consumers and thereby obtain substantial competitive advantages.Originality/valueThis research pertains to the service failure and recovery nomological network. It extends the existing paradigm to include accessibility-related service failures experienced by consumers with disabilities into the specialized category of discrimination-based service failures in instances where service recovery is not easily achieved. Empirical investigations of these experiences have been rare, despite the frequency with which they occur.
This research uniquely contributes to the marketing policy literature by illuminating the widespr... more This research uniquely contributes to the marketing policy literature by illuminating the widespread yet seldom studied problem of online inaccessibility of retail websites affecting approximately 30 million disabled Americans. When a website is not designed to be navigated easily or is not compatible with assistive technology such as a screen-reader, these potential customers are not able to independently search for information and conduct transactions. Blind and low vision participants in an empirical study provide their opinions regarding accessibility policy issues and reveal that their frustrations with inaccessible retail websites may result, not only in avoidance of the retailer in its differ
States that little empirical work is available as a guide in the design and implementation of sal... more States that little empirical work is available as a guide in the design and implementation of sales manager training programs. Examines the relationship between trainee satisfaction with sales manager training (a measure for training effectiveness) and the format, site, instructor, instructional method, and content of the program. Reports results of a survey of sales managers in field sales organizations. Indicates
Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2015
Applying the most effective leadership style (participative, supportive, directive, or achievemen... more Applying the most effective leadership style (participative, supportive, directive, or achievement-oriented) in specific cultural environments can provide global sales managers with powerful tools for managing their diverse salespeople on a world-wide basis. This conceptualization seeks to advance our current understanding of sales manager leadership by developing hypotheses for future testing to suggest the appropriate leadership style to use in different cultural settings.
... Essentials of personal selling: The new professionalism. Post a Comment. CONTRIBUTORS: Author... more ... Essentials of personal selling: The new professionalism. Post a Comment. CONTRIBUTORS: Author: Anderson, Rolph E. PUBLISHER: Prentice Hall (Englewood Cliffs, NJ). SERIES TITLE: YEAR: 1995. PUB TYPE: Book (ISBN 0132878305 ). VOLUME/EDITION: ...
International Journal of Management and Economics, 2014
In severe economic downturns, only a few business leaders have the courage and wisdom to invest i... more In severe economic downturns, only a few business leaders have the courage and wisdom to invest in customer loyalty to increase profits instead of reflexively cutting costs to try to maintain falling profit margins. Moreover, the usual research and advice tends to focus on how companies can effectively and efficiently reduce costs in order to survive an economic decline. This study contributes to the literature by offering a fresh look at how best to respond in tough economic times by examining companies who have responded traditionally with cost cutting strategies versus companies who instead have invested in customer loyalty. We make the unique and contrarian argument that the latter strategy can be the superior business strategy, which underscores the originality of this investigation. Thus, the purpose of this study is to highlight why investing resources in creating and retaining loyal customers is the best strategy for companies to survive and prosper in tough economic conditi...
This chapter focuses on the early days of Joe Hair’s academic career: the working environment, in... more This chapter focuses on the early days of Joe Hair’s academic career: the working environment, including a description of his student cohort and mentors, and provides insights into the foundation of Joe’s future success. In fact, the expression “necessity is the mother of invention” applies well. Rather than shying away from a problem, we worked together to turn a multivariate lemon into lemonade.
Abstract Personal selling and sales management issues have been the focus of tremendous attention... more Abstract Personal selling and sales management issues have been the focus of tremendous attention by research scholars, thus expanding our extant knowledge of the field of marketing. However, studies on the development of the discipline of personal selling and sales management from a historical perspective have been sparse. Accordingly, this manuscript makes a unique contribution by partially addressing this gap in the literature by tracing the transition of personal selling through sales management to a prominent role in strategic marketing channel management. From a historical vantage point this article discusses the genesis and evolution of personal selling and sales management, which include the Pioneer Era (1750–1780), Era of Scarcity (1780–1820), Era of Production (1820–1870), Era of Innovation and Growth (1870–1914), Era of Scientific Management (1880–1920), Era of the Roaring Twenties (1920–1929), Era of World Turmoil (1929–1945), Era of Postwar Recovery and Prosperity (1945–1977), Era of Personal Computers, Empowerment of Salespeople, Changing Roles of Sales Managers (1977–2000), and the Era of Customer Relationships and Top-Level Sales Managers As Strategic Channel Managers (2000–Present). With reference to the current era, the article discusses the role salespeople in general and senior- to top-level sales managers in particular play in fostering long-term relationships with a firm’s marketing channel members by moving from transactional selling and relationship selling to the current greater emphasis on forging symbiotic and synergistic strategic partnerships/alliances with reseller intermediaries.
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Papers by Rolph Anderson